EPA Region 4
Guide to
Collection and Transmission System
Management, Operation, and Maintenance Programs
Version 1.1
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PURPOSE & DISCLAIMER
This document is the work product of the EPA Region 4, Water Protection Division, Clean Water Enforcement Branch (CWEB)
and supercedes a previous draft dated September 2003 (Version 1.0). This document serves as an introduction for new Region 4
inspectors in tlie CWEB Municipal Infrastructure Enforcement Program and contains descriptive information for utilities
conducting self-assessments in tlie Region 4 Management, Operation, and Maintenance (MOM) Programs Project.
The MOM Programs Project is conducted in compliance with EPA Policy, EPA Guidance, and Rules and Regulations promulgated
under tlie Clean Water Act. If some statement or part of the document is not in compliance with tlie Act, EPA Policy, EPA
Guidance or tlie Rules and Regulations, then it should not be construed as conveying rights not conveyed by the Clean Water Act,
EPA Policy, or the Rules and Regulations.
October 2011

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TABLE OF CONTENTS
Contents
INTRODUCTION	
SYSTEM PROFILE AND PERFORMANCE SUMMARY	
MANAGEMENT PROGRAMS	
1.	Organization	
a.	Organizational Chart	
b.	Relation to Other Municipal Functions	
2.	Training	
a.	Technical Training Program	
b.	Skills Training Program	
c.	Safety Training Program	
3.	Safety	
a.	Safety Authority	
b.	Confined Space Program	
c.	General Safety Procedures Program	
d.	Traffic Management Procedures Program	
e.	Lock-Out/Tag-Out Program	
f.	Safety Equipment Program	
g.	Safety Performance Program	
4.	Information Management Systems (IMS)	
a.	Management Programs IMS	
b.	Operation Programs IMS	
c.	Maintenance Programs IMS	
d.	Customer Service IMS	
5.	Engineering	
a.	Collection and Transmission System Plans Program	
b.	System Inventory Program	
c.	Mapping Program	
d.	Sewer System Design Program	
e.	New Construction and Rehabilitation Inspection Program
f.	Acquisition Considerations Program	

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g.	Continuous Sewer System Assessment Program	9
h.	Infrastructure Rehabilitation Program	11
i.	System Capacity Assurance Program	11
6.	Overflow Tracking	12
a.	State Agency Reporting Program	12
b.	Local Agency Reporting Program	12
c.	Records Management Program	12
7.	Financial Analyses	12
a.	Cost Analysis Program	12
b.	Capital Improvement Financing Program	12
c.	Budget and Customer Rate Program	13
8.	Equipment and Supplies	13
a.	Spare Parts Inventory Program	13
b.	Equipment and Tools Inventory Program	13
c.	Vehicle Repair Program	13
9.	Customer Service	13
a.	Complaint Management Program	13
b.	Public Information Program	13
c.	Public Education Program	13
10.	Legal Support	14
a.	Interjurisdictional Agreement Program	14
b.	Sewer Ordinance Program	14
11.	Water Quality Monitoring	14
a.	Routine Monitoring Program	14
b.	Investigative Monitoring Program	14
c.	Impact Monitoring Program	14
12.	Contingency Plan for Utility Infrastructure	15
a.	Contingency Planning Program	15
b.	Response Flow Diagram	16
OPERATION PROGRAMS	17
1. Pump Station Operation	17
a.	Preventive Operation Program	17
b.	Reactive Operation Program	17
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2.	Pretreatment Program	17
3.	Corrosion Control Program	17
4.	Fats, Oils, and Grease Control Program	17
5.	Service Connection/Disconnection Program	18
6.	Private Haulers Program	18
7.	Line Location Program	18
MAINTENANCE PROGRAMS	19
1.	Pump Station Preventive Maintenance	19
a.	Pump Station Repair Program	19
b.	Electrical Maintenance Program	19
c.	Mechanical Maintenance Program	19
d.	Physical Maintenance Program	19
2.	Gravity Line Preventive Maintenance	19
a.	Routine Hydraulic Cleaning Program	19
b.	Routine Mechanical Cleaning Program	19
c.	Root Control Program	20
d.	Manhole Preventive Maintenance Program	20
3.	Air Valve Preventive Maintenance Program	20
4.	Maintenance of Way	20
a.	Maintenance of Rights-of-Way and Easements Program	20
b.	Street Paving Monitoring Program	20
5.	Reactive Maintenance Program	20
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INTRODUCTION
A utility should develop an appropriate, comprehensive Management, Operation and
Maintenance (MOM) Program for the sewerage infrastructure (sewer system and wastewater
treatment plant) which it owns and operates. A comprehensive MOM Program is comprised of
individual management, operation, and maintenance programs, each of which:
>	is specific to, and tailored for, the utility's infrastructure;
>	has a written purpose explaining why the program is needed; has specific written goal(s)
establishing the accomplishment(s) desired for the current fiscal year;
>	has the details of the activities and procedures that are followed to implement the program
written down in the form of Standard Management Procedures (SP), Standard Operating
Procedures (SOP), and/or Standard Maintenance Procedures (SMP) that are used by the
utility's personnel;
>	is implemented by well-trained personnel; has established appropriate performance measures
which are tracked by management; and,
>	has a written procedure requiring periodic review, evaluation, and any necessary revision.
An important concept is that MOM programs are utility-specific. Most, if not all, of the programs
described in this guide are based on actual programs observed at proactive utilities. However, utilities
may have different titles for the various MOM programs described in this guide and may have them
organized very differently. Some utilities may be organized in a way that they consolidate some of the
MOM programs described in this guide, or they may exclude part of a program described in this guide
because of justifiable circumstances. Utilities may also have additional MOM programs that are not
contained in this guide.
Tailored to the Utility
The utility should have programs tailored to match its geographic, physical, and climatic conditions;
level of complexity; infrastructure configuration; and level of sophistication. Utilities may also have
a number of their MOM programs implemented through a managed contract rather than by their
own trained personnel.
Program Purpose
The purpose of a given MOM program is the reason why the program is needed and why it exists.
Example: The purpose our utility's smoke testing program is to identify sources of inflow our
sewer system that need to be eliminated so that we can regain some of our peak flow capacity.
Program Goal
The individual program goal(s) establishes the accomplishments desired for the given MOM
program during the upcoming fiscal year.
Example: The goal our smoke testing program for this fiscal year is to reclaim system peak
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capacity, and to reduce treatment plant hydraulic loading by identifying sources of inflow to
the system by conducting investigations in the ABC and DEF sewersheds. This goal will be
accomplished in a cost-effective manner using our personnel and by using a contractor.
Program Documentation
The program documentation specifies, in writing, the specific details of the activities and
procedures that personnel follow to implement the program. Program documentation should be
maintained in a central location and made available to all personnel.
Example: Our utility has a long-term, ongoing, smoke testing program. The program priorities
and standard operating procedures are contained in a manual entitled "Smoke Testing Program
for Utility X."
Implemented by Trained Personnel
Training programs are established and followed to ensure that utility personnel are well-trained to
implement each program and successfully achieve each program's goals.
Example: All personnel assigned to our smoke testing activity receive three hours of basic
training followed by eighty (80) hours of on-the-job training to assure competency. Our
contract with outside sources to conduct smoke testing requires the contractor to follow our
standard operating procedures.
Performance Measures
Appropriate performance measures should be established for each program and reviewed at
minimum on an annual basis.
Example: During this fiscal year, the performance goal is to smoke test 200,000 lineal feet of
gravity sewer in two sewersheds selected according to our priority procedures. Last year, we
exceeded our performance goal of 178,000 lineal feet of gravity sewer by smoke testing
193,000 lineal feet. As a result, 623 defects were identified and passed on to our rehabilitation
and private service lateral programs for correction.
Periodic Evaluation
An evaluation by utility management should occur for each program, annually at minimum, to evaluate
how well a program accomplished the program goals established at the beginning of the period and to
determine whether the program, as presently implemented, is using the most efficient approach.
Remedies should be identified and scheduled to correct any deficiencies. Questions the evaluation
should answer are:
>	Are there program design, resource or implementation deficiencies that keep the program from
achieving its performance measures?
>	Are these program deficiencies leading to sanitary sewer overflows, permit violations or other
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Clean Water Act violations?
>	Are there program deficiencies leading to decreased customer service and/or unwarranted
deterioration of utility assets?
>	Are there changes that should be made to the program that will make its implementation more
efficient, thereby conserving resources for better implementation of other programs?
Example: The smoke testing program has yielded good results during the past four years.
Following our priority criteria, most of the significant inflow problems have been eliminated.
Next year the program will be reduced by 25% and the resources applied to our maintenance of
way program. Peak flows will be monitored at key locations to determine if this reduction in
the smoke testing program will need to be reversed in the future. Additionally, we are
conducting a cost analysis to determine whether we should contract out for all smoke testing
work in the future.
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SYST.I	ANCE SUMMARY
A proactive utility will maintain a profile of its system as a basis for explaining its situation to
regulatory agencies, the public, and when networking with other utilities. A profile typically contains
basic population and inventory information as well as a recent system performance summary. An
example of a system performance summary is provided on the following page.
Population Served:	
Number of Customers:	
Number of Treatment Plants:	
Total Wastewater Design Treatment Capacity:
Total Volume of Wastewater Treated:	
Miles of Gravity Sewers:	
Number of Manholes:	
Number of Inverted Siphons:	
Number of Pump Stations:	
Miles of Force Main:	
Number of Employees:	
Annual Capital Improvement Budget:	
Annual Operation and Maintenance Budget:...
Total Annual Operating Budget:	
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Svstem-Wide MOM Programs Recent Performance Summary
Performance Measures for Previous 12 Months U" ,,
Vlonlh













A. Number of Customer Complaints













B. Number of NPDES Permit Violations













C. Number of Capacity-Related Overflows













D. Number of Maintenance-Related Overflows













E. Number of Operations-Related Overflows













F. Number of Blockages













G. Number of Cave-Ins













H. Number of Pump Station Failures













I. Peak Flow Factor at Treatment Plant (1 hour high/dry month
avg.)













J. Monthly Average Treatment Plant Flow Rate (gal/capita/day)













K Monthly High One Day Treatment Flow Rate (gal/capita/day)













L. Number of By-Passes at Treatment Plant













M. Volume of Treatment Plant By-Passes (gal)













N. WWTP Weekly Average Influent BOD (mg/L)












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MANAGEMENT PROGRAMS
nization
a. Organizational Chart
An organizational chart clearly depicts all units in the organization, the lines of authority
between the various organization units, a description of the functions of each of the
organization units, the title and duties of each position in the organization units and an
indication of whether or not each position is currently budgeted and filled.
lb. Relation to Other Municipal Functions
An organizational chart clearly depicts the relationship of the sewerage utility to other
municipal functions such as public works, streets and drainage, building inspection, building
permits, and public health. There is a mechanism for updating the chart in manner timely to
changes which may occur in the organization.
2. Training
a.	Technical Training Program
This program specifies requirements (curriculum) for initial and refresher training to ensure
each employee has a level of knowledge, commensurate with duties, of the overall functions
of the utility's infrastructure. This program also includes outside technical training and
networking opportunities, such as conferences and seminars, that are made available to
employees.
The program includes the extent to which employee certification, at either the State or the
utility's organization level, is required as a basis for obtaining or maintaining a position.
Records of technical training are maintained and the degree to which completed technical
training is tied to promotion and pay is specified. Finally, the program specifies the technical
training required before an employee is permitted to undertake specific work assignments or
tasks.
b.	Skills Training Program
This program specifies requirements (curriculum) for initial and refresher training to ensure
each employee has a level of knowledge, commensurate with duties, of the specific equipment
to be used and the procedures to be followed in carrying out duties. This program should
include outside skills training opportunities, such as manufacturers' or vendors' training
workshops, that are made available to employees.
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The program includes the extent to which employee certification, at either the State or the
utility's organization level, is required as a basis for obtaining or maintaining a position.
Records of skills training, whether formal or on-the-job apprenticeship, are maintained and the
degree to which completed training is tied to promotion and pay is specified. Finally, the
program specifies the skills and on-the-job training required before an employee is permitted to
undertake specific work assignments or tasks.
c. Safety Training Program
This program specifies requirements (curriculum) for initial and refresher training to ensure
each employee has an adequate level of knowledge regarding on-the-job safety. The program
includes the extent to which employee safety certification at the State or at the utility's
organization level is required as a basis for obtaining or maintaining a position. Records of
safety training, including on-the-job safety meetings, are maintained. Finally, the program
specifies the safety training required before an employee is permitted to undertake specific
work assignments or tasks.
3, Safety
a.	Sal	thuritv
A Safety Authority (whether a safety department, safety committee, safety officer, or similar
mechanism) is present to establish utility safety policy, oversee compliance, and maintain the
overall Safety Program. Program maintenance includes specifying safety resources needed for
utility activities, assuring record of appropriate standard reporting forms, and establishing a
Safety Review Board if appropriate.
b.	Confined Space Program
This program provides marking for confined spaces, and uses a permitting system and written
standard procedures for confined space entry.
c.	General Safety Procedures Program
This program provides instruction in defensive driving, first aid, CPR, personal sanitation,
personal protection clothing, and similar general work- related safety issues.
ci Traffic Management Procedures Program
This program provides for standard traffic management techniques, off-hour scheduling of line
work, and coordination with law enforcement.
e. Lock-Out/Tag-Out Program
This program provides signs on equipment involved in the program, limitation to
authorized personnel, required tag information, and permit requirements.
"ety Equipment Program
This program assures the availability of appropriate safety equipment such as tripods and
hoists, well-calibrated atmospheric testing equipment, self-contained breathing apparatuses,
lights and barricades, exhaust fans, and personal protective clothing.
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g. Safety Performance Program
This program tracks parameters such as number of injuries, lost days, and workman's
compensation claims to be used by management to assess Safety Program
effectiveness.
4,	Information Management System
a.	Management Programs IMS
This information management system enables utility management to adequately evaluate
operation, maintenance, customer service (complaint response), and system
rehabilitation activities so that overall system performance can be determined and utility
planning can be conducted.
b.	Operation Programs IMS
This information management system is used to track scheduled operational activities and to
enhance operational performance. The system ensures timely production of operating reports
and standardized data collection methods are used by field personnel (e.g., forms or PDA
files). The system requires data review by the field supervisor and securely preserves operating
records. While the system need not be computer-based, it should be capable of feeding
information to the Management Programs IMS.
c.	Maintenance Programs IMS
This information management system is used to track scheduled maintenance activities and to
enhance maintenance performance. The system ensures timely production of maintenance
reports and standardized data collection methods are used by field personnel (e.g., forms or
PDA files). The system requires data review by the field supervisor and securely preserves
maintenance records. While the system need not be computer-based, it should be capable of
feeding information to the Management Programs IMS.
cl. Customer Service IMS
This information management system is used to track reactive activities (i.e., emergencies or
customer complaints) and to enhance customer service. The system ensures timely production
of complaint reports and standardized data collection methods are used by field personnel (e.g.,
work order forms or PDA files). The system requires data review by the field supervisor and
securely preserves service records. While the system need not be computer-based, it should be
capable of feeding information into the Management Programs IMS.
5.	Engineering
a. Collection and Transmission System Plans Program
This program ensures a full set of as-built plans for the collection and transmission system
are available, field crews have ready access to the plans, and a written standard procedure is
present to account changes, update the plans, and supply revised versions to field crews in a
timely manner.
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b.	System Inventory Program
This program ensures an inventory of the utility's collection and transmission system is
present, updated, and cataloged by service area or sewershed. The inventory lists the system
components with their attributes and characteristics (e.g., pipe age, pipe size, pipe material,
invert elevation, pump sizes, location of inverted siphons, pump stations, manholes, etc.).
c.	Mapping Program
This program ensures adequately detailed maps are available to be used in conjunction with
the utility's MOM programs. At minimum, the maps depict the location of gravity sewer lines,
force mains, air valves, manholes (by identifying numbers), pump stations, major
appurtenances, and the size of pipes.
ci Sewer System Design Program
This program ensures all new sewer system construction will be adequately designed and
constructed using specifications that assure the integrity of the infrastructure. The program
includes documented design criteria (e.g., slope and bedding materials), use of standardized
construction details, use of standardized materials and construction practices, a standard design
review process which includes review by utility personnel for possible maintenance concerns,
standardized review forms, and record keeping procedures.
e. New Construction and Rehabilitation Inspection Program
This program ensures new construction or rehabilitative work is properly inspected, and built
using the utility's standard construction specifications (including use of best management
practices to prevent stream pollution). The program includes use of standardized construction
procedures, standardized construction testing procedures, standardized inspection and testing
forms/reports, and assurance that the inspection is conducted under the authority and
supervision of a registered Professional Engineer. The program also provides subsequent
closed circuit television (CCTV) inspection of line construction prior to expiration of the
warranty, and retention of the tapes for reference.
quisition Considerations Program
This program ensures prospective infrastructure is inspected and evaluated for compliance
with the utility's standard design and construction criteria before it is acquired by the utility
from another entity. The program includes written standard procedures to conduct the
evaluation and estimate the time/cost requirements to bring the infrastructure into compliance
with utility standards.
ntinuous Sewer System Assessment Program
ioritization
This program prioritizes sewer service areas (i.e., sewersheds) for sewer system
assessment activities. Prioritization is based upon information such as complaints, flow
monitoring (including flow isolation studies), historical location of sewer overflows, pump
station run times, field crew work orders, and other relevant information available to the
utility.
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II.J Dyed Water Flooding
This program conducts dyed water testing, when appropriate, to locate sources of inflow
and other illicit connections to the sewer system. The program includes written standard
procedures, standard forms, performance measures, and a mechanism for including dyed
water testing information in the IMS.
I«.) Corrosion Defect Identification
This program identifies locations within the sewer infrastructure subject to corrosion
and provides for inspection of those locations for corrosion on a routine basis. The
program includes written procedures for corrosion identification, corrosion
identification forms, performance goals, corrosion defect analysis, and a mechanism for
including corrosion defect information in the IMS.
iv.) Manhole Inspection
This program ensures routine inspection of manholes within the sewer system. The
program includes standard manhole inspection procedures, manhole inspection
forms, performance goals, manhole defect analysis, and a mechanism for including
manhole inspection information in the IMS.
f.J Flow Monitoring
This program supplies flow monitoring data to support engineering analyses related to
sewer system capacity and peak flow evaluations, and to assist scheduling of sewer line
maintenance. The program may include installation of an appropriate number of
calibrated permanent and/or temporary flow meters, or rudimentary use of visual flow
observations taken during base flow periods in wet and dry seasons. The latter option is
more cost-effective for some very small utilities. Either program should include a
procedure for adequate rainfall measurement, servicing meters, and a mechanism for
including flow monitoring information in the IMS.
vi.) Closed Circuit Television (CCTV)
This program provides internal inspection of the integrity of gravity sewer lines. The
appropriate number of qualified CCTV personnel and dedicated equipment, or the scope of
a CCTV contract, is determined to ensure sewer inspection work is completed properly.
The program includes standard operating procedures (including pre-inspection cleaning),
performance measures, and mechanisms for including CCTV information in the IMS and
retaining CCTV tapes.
vII.J Gravity System Defect Analysis
This program analyzes gravity sewer system defects. The program includes standard defect
codes, written defect identification procedures and guidelines, a standardized process for
cataloging gravity system defects, a mechanism for including gravity system defect
information in the IMS, and training specified for personnel.
vIII) Smoke Testing
This program identifies sources of inflow into the gravity sewer system by use of smoke
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testing equipment. The program includes written standard smoke testing procedures,
smoke testing forms, performance goals, smoke testing defect analysis, and a mechanism
for including smoke testing information in the IMS.
be.) Service Lateral Investigations
This program investigates infiltration and inflow contributions and other problems
originating in service laterals. The program includes written standard investigation
techniques, standard investigation forms, performance goals, standard analysis procedures,
and a mechanism for including service lateral investigation information in the IMS.
x.) Pump Station Performance and Adequacy
This program permits evaluation of pump station performance and pump station
adequacy. The program includes trend analysis of pump run-time meter, pump
start-counter, or amperage data; historical review of the fundamental causes of pump
failures; use of appropriate remote monitoring and alarm notification equipment; and a
mechanism for including pump station performance information in the IMS.
h.	Infrastructure Rehabilitation Program
This program rehabilitates gravity sewer lines, force mains, manholes, pump stations, and
related appurtenances. The program includes a process for prioritizing rehabilitation,
inventory of all completed rehabilitation (including a breakdown of the rehabilitation
techniques used), inspection and performance measurement for all completed rehabilitation,
written schedules for rehabilitation work, and a mechanism for including rehabilitation
information in the IMS.
i.	System Capacity Assurance Program
spacity Assurance for New Connections
This program ensures there is adequate capacity to collect, transmit, and treat additional
sewage expected as a result of prospective new sewer connections. The program is
integrated into, or thoroughly coordinated with, the building permit process. It is also
integrated into the Acquisition Considerations Program described above in 5(f). The
program has a mechanism for including capacity assurance information in the IMS.
it) Protocols for Capacity Assurance
The program includes, but is not limited to: use of standardized design flow rate rules of
thumb (i.e., regarding pipe roughness, manhole head losses, accuracy of distance and slope
on as-built drawings, and water use); use of techniques to predict the impacts of additional
flow (i.e., use of a hydraulic model of gravity system, pressure system, and other
appropriate techniques); and use of flow metering to confirm mathematical estimations of
existing peak flow. The program requires certification of adequate capacity by a registered
Professional Engineer, and includes an IMS mechanism for integrating analysis from this
program with information on infiltration/inflow reduction activities.
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6. Overflow Tracking
a.	Stale Agency Reporting Program
This program includes written standard operating procedures which clearly define the
minimum State Agency reporting requirements for events where sewage leaves the
infrastructure before treatment, and the steps utility personnel must follow to meet or exceed
those reporting requirements.
b.	Local Agency Reporting Program
This program provides secondary notice to the public and to other appropriate organizations
(e.g., downstream utilities with water intakes and local public health authorities) when an
overflow presents an imminent and substantial threat to public health or the environment.
The program includes written criteria for making this notice, procedures for notifying news
media and posting notices at stream locations, and may also prepare an annual summary
report available to the public.
c.	Records Management Program
This program tracks all events where sewage leaves the utility's collection or transmission
system before treatment (i.e., overflows to land, directly to waters, or indirectly to waters by
storm drains or other paths). The program uses standardized forms which record, at minimum,
the following information for response and inclusion in the IMS:
~~~	Location of the discharge
~~~	Name of the receiving water and description of the pathway (e.g., storm drain)
~~~	Estimation of the discharge volume and the method of estimation
~~~	Description of the system component that is source of the discharge
~~~	Date and time the discharge started and stopped
~~~	Root cause, or suspected root cause, of the discharge
~~~	Steps taken to eliminate the discharge and steps taken to prevent reoccurrence.
nancial Analyses
a.	Cost Analysis Program
This program regularly analyzes and projects future utility management, operations, and
maintenance costs needed to properly implement these utility programs. The cost analyses
include, at a minimum: overhead, labor and equipment, financial impacts of outsourcing
certain activities, overtime, and the financial impacts imposed by organizational departments
or agencies outside the utility. Cost analyses are performed for all management, operations,
and maintenance equipment and the capital infrastructure investment. Cost analyses
incorporate life cycle depreciation and establish cost-effective points for replacement. The
program has a mechanism for including such replacement points in the IMS.
b.	Capital Improvement Financing Program
This program analyzes, projects, plans and finances capital improvement needs established
through proper engineering study. Capital improvement financing is planned using a five (5)
year planning horizon with annual updates.
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c. Budget and Customer Mate Program
This program establishes the annual utility budget and recommends customer rates. The
program assures that the budget and funding provided by customer rates will meet the cost and
capital financing needs set by programs 7(a) and 7(b) above.
8. Equipment and Supplies
a.	Spare Parts Inventory Program
This program ensures proper management of the utility spare parts inventory including spare
pipe. The program includes adequate parts storage facilities, identification and retention of an
adequate number of critical spare parts (i.e., those which are difficult to obtain quickly but
critical to proper operations), control of access to spare parts, an organized system for
inventory management (either manual or computerized), arrangement with local vendors for
common parts, and specification of spare parts to be carried on vehicles.
b.	Equipment and Tools Inventory Program
This program ensures proper management of the utility equipment and tools inventory. The
program includes adequate equipment and tools storage facilities, control of access to
equipment and tools, an organized system for inventory management (either manual or
computerized), and specification of equipment and tools to be carried on vehicles.
c.	Vehicle Repair Program
This program ensures proper management of utility vehicles. The program includes
provisions for vehicle maintenance and vehicle repair. Performance measures for the program
will consider turn-around time, cost factors, contract maintenance, and the life cycle cost
analysis performed for vehicles.
ustomer Service
a.	Complaint Management Program
This program ensures proper complaint management. The program includes written standard
management procedures for dispatchers (i.e., dispatch priorities, work order generation, and
standardized complaint and problem codes). The program uses an organized record keeping
procedure (including the use of standardized forms) which facilitates tracking work orders and
follow-up with customers, and uses a mechanism to evaluate response performance and supply
this information to the IMS.
b.	Public Information Program
This program communicates utility activities which may closely impact the public (e.g.,
smoke testing, major construction or maintenance, or emergency maintenance), and ensures
communication of activities which may coincide with those of other departments and
agencies (e.g., street paving).
c.	Public Education Program
This program educates the public and solicits support regarding issues such as service lateral
maintenance, grease management, food disposals, inflow sources,
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maintenance/rehabilitation needs requiring increased rates, and problems caused by
basement sump pumps.
il Support
a.	Inter-Jurisdictional Agreement Program
This program develops, negotiates, and enforces agreements with neighboring utilities which
send the utility flow or with major volume sewer customers. The program ensures that the
agreements require the second party to have proper management, operation, and maintenance
programs so the utility's infrastructure is not stressed by problems originating across
jurisdictional boundaries. The program also ensures the agreements address flow-based
capacity issues, specify the life of the agreement, have credible provisions for enforcement,
and have provisions for modification.
b.	Sewer Ordinance Program
This program develops, revises, and amends sewer ordinances as needed to support the proper
management, operation, and maintenance of the utility. The program provides adequate legal
authority for the utility regarding sewer use, grease management, pretreatment, private service
laterals, sump pumps and roof drains, private haulers, recovering costs of damage to utility
infrastructure, and other legal authorities as required. Legal support is provided for case work
and guidance for utility staff.
ality Monitoring
a. Routine Monitoring Program
This program determines the existence of unpermitted discharges originating at locations
where sewers cross waterways or at other isolated or remote sewer locations. The program
includes scheduled sampling during dry weather periods from a network of monitoring
stations. The program also includes a map of the sampling network, and formally establishes
sampling frequency, sampling parameters (i.e., fecal coliform and others), standard sampling
procedures, quality assurance/quality control procedures, and a mechanism for including
program information in the IMS.
h. Investigative Monitoring Program
This program determines the source of industrial, commercial, or sanitary wastewater
resulting from cross connections with the stormwater drainage system, and typically activates
through complaints or discovery by operations personnel. The program has formally
established sampling parameters (i.e., fecal coliform and others), standard sampling
procedures, quality assurance/quality control procedures, and a mechanism for including
program information in the IMS.
c.	Impact Monitoring Program
This program determines the impact of pollution resulting from discharges occurring within
the utility infrastructure before treatment. Combined with the reporting programs described in
Overflow Tracking (6) above, this program assists the utility, regulatory authorities, and
public health authorities determine the appropriate response to protect health and/or the
environment. The program has formally established sampling parameters (i.e., fecal coliform
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and others), standard sampling procedures, quality assurance/quality control procedures, and
a mechanism for including program information in the IMS.
12. Contingency Plan for Utility Infrastructure
a. Contingency Planning Program
This program develops and modifies contingency plans for the sewer system and the treatment
facilities that will be implemented during emergency situations. The planning process includes
a preparedness committee of senior and experienced management and field personnel. A
system overview is conducted to determine vulnerability to a variety of events which may be
due to utility failures, natural causes, or failures caused by another party. Based upon these
hypothetical events and past experience taken from root cause failure information in the IMS,
prediction system component failure is made. Strategies to timely repair or overcome such
component failures are developed, and the six (6) major contingency plan components are
available in writing: public notification, agency notification, emergency flow control,
emergency operation and maintenance, preparedness training, and water quality monitoring
(described in 11(c) above).
•blic Notification
The public notification component includes a set of criteria, developed with input from
local public health authorities, which are used as a basis for initiating public notification; a
step-by-step procedural flow diagram; a list of manager names and phone numbers; a plan
for regular business hours, off-hours, weekends, and holidays; a list of Public Contacts
with phone numbers; identification of managers authorized to give statements; and
pre-scripted news releases.
it) Agency Notification
The agency notification component includes a set of criteria, developed with input from
appropriate local, State, and Federal authorities, which are used as a basis for initiating
agency notification; a step-by-step procedural flow diagram; a list of manager names and
phone numbers; a plan for regular business hours, off hours, weekends, and holidays; a list
of Agency Contacts with phone numbers; identification of personnel authorized to contact
agencies; and copies of standard reporting forms used by the agencies.
Hi.) Emergency Flow Control
The emergency flow control component is used to reduce overflow volumes and pollution
where possible. The component includes a set of criteria which are used as a basis for
initiating emergency flow control procedures; a step-by-step procedural flow diagram; a
list of manager names and phone numbers; a plan for regular business hours, off-hours,
weekends, and holidays; a list of Emergency Flow Control Contacts with phone numbers;
identification of personnel authorized to initiate the emergency flow control program; and
standard emergency flow control reporting forms.
Flow control activities may include flow re-routing, flow diversion, household flow
reduction and advisories, commercial flow reduction and advisories, water pressure
reduction and advisories, or use of pretreatment program protocols set forth in permits for
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significant industrial users. The initiating criteria, reporting forms and report formats
should be developed in cooperation with significant industrial users and appropriate local,
State, and Federal authorities.
iv.)	Emergency Operation and Maintenance
The emergency operation and maintenance component includes a set of criteria which are
used as a basis for initiating emergency operation and maintenance procedures; a
step-by-step procedural flow diagram; a list of manager names and phone numbers; a plan
for regular business hours, off-hours, weekends, and holidays; a list of Emergency
Operation and Maintenance Contacts with phone numbers; identification of personnel
authorized to initiate emergency operation and maintenance procedures; and standard
reporting forms.
The initiating criteria, reporting forms, and report formats should be developed in
cooperation with utility's insurance representatives, State and Federal emergency
management agencies, and the State regulatory authority. Further, development of the
emergency operations and maintenance component should include analyses of the need
and use of stand-by equipment (prearranged rentals), stand-by contractors, and access to
critical spare parts.
v.)	Preparedness Training
The preparedness training component ensures that all personnel are fully aware of
procedures and able to efficiently implement the Contingency Plan. The preparedness
training component includes specialized training courses, field trials, and special
emergency situation safety training.
b. Response Flow Diagram
This diagram includes the roles of senior management and field personnel and shows the
relationship of the six (6) major contingency plan components: public notification, agency
notification, emergency flow control, emergency operation and maintenance, preparedness
training, and water quality monitoring.
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OPERATION PROGRAM'S
imp Station Operation
a. Preventive Operation Program
This program ensures reliable operation of the transmission system through use written
standard operating procedures available for both manned and unmanned stations. Procedures
may include reading and recording information from pump run-time meters, or start counters,
or taking amperage readings; recording wet well conditions and grease accumulation; checking
and resetting (as necessary) wet-well set points; checking and recording system pressure;
checking remote monitoring and alarm equipment components; checking operation of alarms
and stand-by power; and reporting maintenance needs. The program has established schedules,
routes, priorities, standard forms, performance measures, and a mechanism for including
program information in the IMS.
lb, Reactive Operation Program
This program ensures timely response to atypical situations in the transmission system through
use of written standard operating procedures available for both manned and unmanned
stations. Procedures may include initiating auxiliary power with portable generators, installing
portable pumps during high flow, or initiating the Contingency Plan. The program has
established standard forms and reporting procedures, performance measures, and a mechanism
for including program information in the IMS.
2,	Pretreatme grain
This program ensures that operation of the utility's treatment facility is protected from pollutant
pass-through or interference. If a utility has industrial or commercial users it may have this
program which includes industrial user identification, permitting, monitoring and inspections,
enforcement, and other components. Personnel involved with the utility pretreatment program will
have frequent communication with operation and maintenance personnel to detect possible
pretreatment permit violations. The program has standard operating procedures, performance
measures, inspection schedules, and a mechanism for including program information in the IMS.
3,	Corrosion Control Program
This program provides for inspection of the utility infrastructure for corrosion caused by hydrogen
sulfide or other corrosives, the development and implementation of site-specific corrosion control
measures, a monitoring program to evaluate corrosion control measures, program performance
measures, and a mechanism for including program information in the IMS.
4,	Fats, Oils, and Grease Control Program
This program prevents fats, oils, and grease from entering the utility infrastructure, therefore
preserving sewer capacity, prolonging the infrastructure life, reducing overflow events, and saving
the utility maintenance costs. The program includes a grease control ordinance, grease trap and
interceptor design standards, permitting and inspecting commercial grease traps and interceptors, a
credible enforcement component, a public education component for residential sources,
performance measures, and a mechanism for including program information in the IMS.
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5.	Service Connection/Disconnection Program
This program includes written standard procedures for new sewer tap installation or for sewer
disconnection; inspection of all new service connections to, or disconnections from, the utility
sewer; a credible enforcement program; performance measures; and a mechanism for notifying
personnel in the Mapping Program or including program information in the IMS.
6.	Priva ilers Program
This program issues permits to private commercial or septic tank waste haulers discharging to the
utility, and includes written standard operating procedures for inspection/sampling of the haulers,
a credible enforcement program, program performance measures, and a mechanism for including
program information in the IMS.
7.	Lii j cation Program
This program responds to requests for utility sewer line locates, and includes written standard line
location procedures, defined prioritization to assist scheduling, appropriate staffing and
equipment for the average number of requests, standard line location procedures, standard forms,
performance measures, and a mechanism for including program information in the IMS.
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MAINTENANCE PROGRAMS
imp Station Preventive Maintenance
a.	Pump Station Repair Program
This program is a reactive maintenance component intended to repair pump stations that are
currently in a state of disrepair but still cost-effective to service. The program includes
established priorities for pump station repairs, maintaining an ongoing inventory of completed
repairs, a work schedule for pump station repairs, and a mechanism for including pump station
repair information in the IMS. Upon completion of pump station repairs, service activities are
transferred to the pump station Preventive maintenance program.
b.	Electrical Maintenance Program
This program is a component of the pump station Preventive maintenance program. The
program includes an established number of crews and personnel required to perform effective
electrical maintenance, written standard electrical maintenance procedures, scheduling
Preventive maintenance, standard forms, performance measures, and a mechanism for
including electrical maintenance information in the IMS.
c.	Mechanical Maintenance Program
This program is a component of the pump station Preventive maintenance program. The
program includes an established number of crews and personnel required to perform effective
mechanical maintenance, written standard mechanical maintenance procedures, scheduling
Preventive maintenance, standard forms, performance measures, and a mechanism for
including mechanical maintenance information in the IMS.
ci Physical Maintenance Program
This program is a component of the pump station Preventive maintenance program. The
program includes an established number of crews and personnel required to perform effective
physical maintenance, written standard physical maintenance procedures, scheduling, standard
forms, performance measures, and a mechanism for including physical maintenance
information in the IMS.
2. Grav le Preventive Maintenance
a. Routine Hydraulic Cleaning Program
This program includes accurately determined cleaning needs, established priorities and
scheduled cleaning activities, support of an appropriate number of crews and personnel,
acquired necessary equipment (e.g., Jet Unit, Combination Unit, etc.), written standard
hydraulic cleaning procedures, standard forms, performance measures, and a mechanism for
including hydraulic cleaning information in the IMS.
lb. Routine Mechanical Cleaning Program
This program includes accurately determined cleaning needs, established priorities and
scheduled cleaning activities, support of an appropriate number of crews and personnel,
acquired necessary equipment (e.g., Rodders, Bucket Machine, etc.), written standard
mechanical cleaning procedures, standard forms, performance measures, and a mechanism
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for including mechanical cleaning information in the IMS.
c. Moot Control Program
This program includes accurately determined root control needs, established priorities and
scheduled activities, support of an appropriate number of crews and personnel, acquired
necessary equipment (e.g., mechanical, chemical, etc.), written standard root control
procedures, standard forms, performance measures, and a mechanism for including root
control information in the IMS.
ci Manhole Preventive Maintenance Program
This program includes accurately determined manhole maintenance needs, established
priorities and scheduled activities, support of an appropriate number of crews and personnel,
acquired necessary equipment (rings and lids, structural repair, etc.), written standard
manhole maintenance procedures, standard forms, performance measures, and a mechanism
for including manhole maintenance information in the IMS.
3.	Air Valve Preventive Maintenance Program
This program provides for inspection and maintenance of air valves located on force mains
(including regular valve exercise). The program includes an established number of crews and
personnel required to perform effective Preventive maintenance, written standard air valve
maintenance procedures, scheduling, standard forms, performance measures, and a mechanism
for including air release valve maintenance information in the IMS.
4.	Maintenance of Way
a. Maintenance of Rights-of-Way and Easements Program
This program includes accurately determined maintenance needs, established priorities and
scheduled activities, support of an appropriate number of crews and personnel (based on the
number of waterway crossings and/or miles of sewer off-street), written standard maintenance
procedures, standard forms, performance measures, and a mechanism for including
maintenance information in the IMS.
h. Street Paving Monitoring Program
This program includes accurately determined monitoring needs, established priorities and
scheduled activities, coordination with storm drain projects and street and highway officials,
support of an appropriate number of crews and personnel, acquired necessary equipment (e.g.,
manhole and valve raising, etc.), written standard monitoring procedures, standard forms,
performance measures, and a mechanism for including monitoring information in the IMS.
5.	Reactive Maintenance Program
This program provides response to customer complaints or other unscheduled system problems
forwarded by dispatchers. The program includes support of an appropriate number of crews and
personnel, written standard response procedures including a protocol for initiating the Contingency
Plan, standard forms, collection of information in support of failure analysis, sewer map
availability, performance measures, and a mechanism for including reactive maintenance
information in the IMS.
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